Digital Transformation in Financial Services: Industry Leaders Set the Agenda

A recent Bank of England and FCA–backed survey shows 75% of UK financial firms now actively deploy AI, up from 58% in 2022. Another 10% plan integration within three years. This shift—moving beyond isolated projects to embedded, scalable transformation—takes centre stage at the Financial Services Digital Transformation & Innovation Conference, taking place on 30th September at One America Square, London.

Bringing together senior leaders from organisations including BlackRock, JP Morgan, HSBC, Citi, and Lloyds, the event focuses on real-world strategies for aligning AI, automation, data innovation, and compliance with cultural transformation and customer need.

Practical AI: From Automation to Scalable Impact

Across the financial sector, AI has evolved from theoretical pilots to practical, business-critical tools. At the conference, experts including Sushant Kumar of JP Morgan and Ines Rigaud from HSBC will share how custom AI solutions are streamlining operations, automating decision-making, and reshaping customer journeys. The focus is firmly on delivering measurable value—cutting costs, increasing speed, and improving accuracy without losing sight of governance.

Regulatory perspectives from the Financial Conduct Authority’s Xuan Zhu add depth, highlighting how financial firms are expected to embed ethical frameworks and transparent governance alongside scaling AI. It’s a balance of innovation with accountability that now defines AI’s role in financial services.

Customer Experience and Inclusive Design at the Core

Financial institutions are no longer treating customer experience as an afterthought. Speakers from HSBC and AXA will discuss how omnichannel strategies help unify digital and in-person journeys—ensuring consistency across every touchpoint.

At the same time, inclusive design is rising up the agenda. As regulatory expectations around vulnerable customer support tighten, firms are looking at how personalised digital services can ensure fair treatment for all. Celia Shek from Lloyds Banking Group and Anwuli Adeleke from the Bank of England will contribute insights on embedding accessibility without compromising on efficiency or compliance.

Unlocking Data While Safeguarding Compliance

AI-powered insights are only as effective as the data strategies behind them. Leaders from NatWest and Checkout.com will address how financial services firms balance unlocking predictive insights with the need for privacy and cybersecurity. This includes integrating robotics and hyper-automation tools while staying ahead of compliance demands—topics increasingly critical as quantum computing and other emerging technologies gain ground.

Culture, Workforce, and Long-Term Transformation

Beyond the technology, digital transformation is a people challenge. HSBC’s Katy Giles and Anna Roughley from the Lending Standards Board will explore how cultural alignment, leadership buy-in, and workforce training underpin lasting change. The focus is on building agile organisations that can keep pace with innovation—without becoming dependent on legacy systems or outdated processes.

Compliance, Regulation, and Vulnerable Customer Support

From AI transparency to blockchain and quantum regulation, financial services firms face complex compliance challenges. NatWest’s Head of Regulatory Developments, Ross Cameron will focus on navigating evolving regulatory frameworks, while also ensuring digital strategies genuinely support vulnerable customers—striking the balance between ethical innovation and regulatory responsibility.

For a complete breakdown of all sessions and speakers – view the full agenda here.

Join the Conversation: 30th September 2025, London

Now in its fifth year, the Digital Transformation & Innovation Conference remains the must-attend event for 2025. Designed by financial services professionals for financial services professionals, this conference delivers practical strategies, exclusive case studies, and a focused agenda addressing today’s biggest digital transformation challenges.

Featuring interactive panels, roundtable discussions, and dedicated networking sessions, attendees will have the opportunity to engage directly with senior experts, share insights, and expand their professional networks—all in a single day.

For full agenda details and registration: www.financedigitalconference.com

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